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About the Role
The Senior Support Desk Analyst provides clients with best-in-class service for all desktop-related issues, primarily through phone and remote connection tools. This role serves as an escalation point for other analysts and supports VIP users and enterprise clients, acting as the final technical escalation point for remote desktop issues.
Responsibilities
- Provides 'Best in class' service and support remotely from the office
- Maintains a high level of communication, including ticket ownership, follow-up, and ensuring user satisfaction
- Resolves end-user issues and challenges through the service desk queue
- Communicates with technical staff and escalates outstanding issues when required
- Identifies issues that cannot be resolved remotely in a quick and efficient fashion
- Documents time and notes in each ticket in real time
- Works and follows up with vendors and partners concerning their product and service issues
- Uses strong attention to detail to identify opportunities for improvement in client environments
- Builds rapport and elicits issue details from end users
- Troubleshoots and resolves issues following ECI standards and industry best practices
- Identifies issues and records issues and resolutions in the knowledgebase
- Performs other duties as assigned
- Maintains an ambitious attitude towards learning and training for products
Requirements
- Moderate windows server 2012/2016 administration
- Moderate networking (DHCP, DNS, Mail Transport, IP Troubleshooting, DFS)
- Troubleshooting VPN and Citrix including administration
- Experience troubleshooting Exchange, O365, Active Directory, Group Policy
- Experience troubleshooting networking issues including TCP/IP, LAN/WAN, DHCP, DNS
- Microsoft Windows 7/8/10, Microsoft Office 2010-2016 installation and configuration
- Android/iOS/Windows Mobile/Blackberry configuration and troubleshooting
- Must have MDM Solutions (XenMobile, AirWatch, MobileIron)
- Virus and spyware removal
- Experience with Phishing attempts (SPF)
- Troubleshooting Desktops/Laptops/Mobile devices/Printers/Fax Machines/Scanners/Copiers
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
- Knowledge of financial business level technologies
- Exceptional written and oral communication skills
- Strong documentation skills
- Demonstrated empathy skills
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly language
- Highly self-motivated and directed
- Sharp attention to detail
- Proven analytical and problem-solving abilities
- Capable of multitasking in a high-pace environment, effectively and efficiently
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to work under a moderate noise level
- Ability to be flexible and successfully respond to multiple work pressures
- Willing to work extra hours as needed, including late nights and weekends
- Sitting or standing for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
Skills
- Windows Server Administration
- Networking
- VPN Troubleshooting
- Citrix Troubleshooting
- Exchange Troubleshooting
- O365 Troubleshooting
- Active Directory
- Group Policy
- TCP/IP
- LAN/WAN
- DHCP
- DNS
- Microsoft Windows 7/8/10
- Microsoft Office 2010-2016
- Mobile Device Configuration and Troubleshooting (Android, iOS, Windows Mobile, Blackberry)
- MDM Solutions (XenMobile, AirWatch, MobileIron)
- Virus and Spyware Removal
- Phishing Attempt Identification (SPF)
- Desktop/Laptop Troubleshooting
- Mobile Device Troubleshooting
- Printer Troubleshooting
- Fax Machine Troubleshooting
- Scanner Troubleshooting
- Copier Troubleshooting
Location
- Remote
- On-site (occasional)
Work Type
- Full-time
Experience Level
- Senior
- 4-5+ years
Education Level
- College diploma or University degree in Computer Science or equivalent
Benefits
- Competitive compensation package
About the Company
- ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations.
- ECI provides stability, security, and improved business performance, enabling clients to focus on running their businesses.
- Over 1,000 customers worldwide with over $3 trillion of assets under management trust ECI.
- ECI believes success is driven by passion and purpose, with a passion for technology and a commitment to empowering employees.
- ECI’s culture is about connection with clients, technology, and each other.